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Falvey Cargo Coverage – Claims Process (Internal Guide)

Cargo coverage is provided through Falvey Insurance Group, and all cargo claims must be filed directly with Falvey. This article outlines: How to file a claim, Required documentation, Key timelines, Support & escalation guidance

📎Related Reference Documents:
Falvey Cargo Coverage Quick Ref
Falvey Cargo Coverage Claim Guide

How to File a Cargo Claim

Option 1: File Through AFS SmartTMS (Preferred)

    • Log into AFS SmartTMS
    • Navigate to My Shipments
    • Locate the shipment using the shipment number
    • Click the three-dot (⋯) action menu
    • Select “File Cargo Claim with Falvey”
    • Complete submission in the Falvey portal

 

Option 2: File Directly with Falvey

 

Important Filing Guidelines

    • File claims as soon as damage or loss is identified
    • Falvey is primary coverage – do not file a formal claim with the carrier
    • A Notice of Damage to Carrier should still be submitted using Falvey’s template
    • Ensure contact details are accurate:
      • Claim point of contact name
      • Phone number
      • Email address

     

    Required Documentation (First Notice of Loss)

    Include as much of the following as possible when submitting:

      • Bill of Lading (BOL)
      • Signed delivery receipt or non-delivery confirmation
      • Invoice
      • Packing list
      • Freight invoice
      • Photos (before shipment, if available)
      • Photos (after delivery showing damage)
      • Itemized repair invoice

    Additional documentation may be requested by Falvey.

     

    Critical Reporting Deadlines

    Failure to meet timelines may result in claim denial:

      • Damage claims: within 9 months of delivery
      • Loss/non-delivery claims: within 9 months of BOL date
      • Notice to carrier: must also be within carrier’s timeframe (not exceeding 9 months)

    Concealed Damage

      • Must be discovered within 15 days of delivery
      • Packages with visible damage must be opened and inspected immediately

     

    What Happens After Submission

      • Claims are acknowledged within ~24 hours
      • A claim handler is assigned
      • Additional documentation requests (if needed) are communicated
      • Status updates are available in the Falvey portal
      • Claims are processed in a paperless environment with ongoing updates

     

    Best Practices for Faster Processing

      • Submit claims promptly
      • Ensure all fields and documentation are complete
      • Include clear photos of damage and packaging
      • Use the correct shipment and contact details

     

    Communication & Escalation

    Standard Communication

      • Direct all claim inquiries to the assigned Falvey Claims Specialist
      • Always reference the Falvey claim number

     

    Escalations (Urgent Issues Only)

      • John Larimer – VP of Claims
        • 401-675-9236
        • jlarimer@falveycargo.com
      • Lisbeth White – Claim Team Leader
        • 401-675-9242
        • lwhite@falveycargo.com

         

        Internal Support Guidance (AFS Team)

          • Assist clients with:
            • Navigating AFS SmartTMS
            • Locating shipment details
            • Understanding the claim process
          • For claim status updates:
            • Direct clients to Falvey portal or assigned adjuster

             

            Recommended Client Messaging

            All cargo coverage claims must be filed directly with our provider, Falvey. Attached is a claim guide to help you navigate the process. The final page includes a quick reference with two simple ways to access the filing portal. AFS is available to assist you as needed.

             

            Quick Reference Summary

              • File via SmartTMS or Falvey portal
              • Submit complete documentation
              • Act quickly (≤ 9 months deadline)
              • Use Falvey as primary claim contact
              • Track status in Falvey portal